SMS Hub FAQ: Every Question Contractors Ask Before Going Live

What is TCPA and does it apply to my contracting business?

The Telephone Consumer Protection Act is the federal law that governs automated texts sent to mobile phones. It applies to every business in the United States — plumbers, HVAC contractors, electricians — the moment they use any automated system to send a text. Violations carry fines of $500 to $1,500 per message, and class action attorneys actively target small businesses that ignore this. This is not a law you want to learn about after the fact.

Do I need written consent to text a lead who already called me?

When a prospect calls your business to request a quote or service, that inbound call establishes what the FCC calls an existing business relationship. Texting that person back about the same service they called about is generally permitted under that relationship — you do not need prior written consent for that first follow-up. What you cannot do: use that contact to send promotional texts about unrelated services or seasonal specials. Keep the text directly relevant to what they called about and you are on solid ground.

What happens the moment someone texts STOP?

The system recognizes opt-out keywords — STOP, UNSUBSCRIBE, QUIT, CANCEL, END — and removes that contact from all automated messages within seconds. No manual step required. No delay. They will not receive another automated message unless they re-opt in by texting START. The opt-out is logged automatically so you have a record if it is ever questioned.

Can I text old customers who have not heard from me in 18 months or more?

This is where most contractors get into trouble. An existing business relationship does not last forever. Compliance attorneys generally advise treating any contact you have not interacted with in 18 or more months as requiring fresh consent before you send them promotional texts. If you want to run a win-back campaign on an old list, get legal guidance before you launch — the fine exposure is real and the math goes the wrong way fast.

What does an AI-suggested reply look like for a real inbound lead?

Here is a realistic example. A lead calls at 7:45pm about a leaking water heater. You miss it. The system fires an immediate missed call text. They reply: "Yeah my water heater is leaking — need someone out ASAP." The system generates a suggested reply based on your service profile:

"Hey, sorry I missed your call — water heater emergencies are exactly what we handle. I can get a tech out tomorrow morning between 8am and 10am, or we have a same-day slot if something opens up. Which works better?"

That reply acknowledged the urgency, matched the service they mentioned, and offered a booking choice. It did not promise a price, invent a warranty, or claim a service your business does not offer.

Can I edit the suggested reply before it sends?

Yes. The suggested reply surfaces in your SMS inbox for you to review. You hit send when it looks right. You edit it when it does not. Nothing fires without your approval — you are always in the loop.

Will the AI say something factually wrong about my business?

The system uses a template-plus-context model, not an open-ended chatbot. Suggested replies are built from a defined set of services and talking points you provide during onboarding. It will not invent service capabilities, quote prices, or make guarantees you have not specified.

How does the system know what services I offer?

During onboarding, you give us a service list, your service area, and any talking points specific to your business. That becomes the operating context for every suggested reply. If a lead asks something outside those parameters — an unusual job type, a question about parts warranties — the reply flags it for your direct response rather than guessing.

What are the default quiet hours?

The default quiet window is 9:00pm to 8:00am in the lead's local time zone. No automated messages go out during that window, full stop.

What happens if a missed call triggers at 10:30pm?

The message queues. It does not send at 10:30pm — it sends at 8:00am the next morning, the moment the quiet window lifts. This matters in practice: a text at 10:30pm from a business a stranger called once feels intrusive. A text at 8:00am feels like a contractor who follows up like a professional.

Can I change the quiet hours window?

Yes. During onboarding you tell us your preferred send window and we configure it to match your operation. If your business takes true emergency calls 24/7 and you want the system to mirror that availability, we can adjust the window accordingly. You set the rules — we run them.

Does the system handle weekends differently?

By default the same quiet hours apply all seven days. If your business does not take jobs on Sundays, we configure the system to hold all Sunday-triggered messages until Monday morning. Weekend handling is set during onboarding and can be updated any time you request a change.

Do I have to change my business phone number?

No. The SMS Hub operates through your existing business number. Customers see the same number they already have for you. Nothing changes on their end.

Will customers see a different number texting them?

No. Texts go out under your existing business number — no secondary number, no short code, no toll-free number they have never seen. If a customer has your number saved in their contacts, your name shows up when the text lands. That recognition matters for reply rates.

What if I use my personal cell as my business line?

This one requires a direct conversation during your fit call. SMS automation requires that the number be configured for two-way business texting at the carrier level. Personal cell plans are sometimes incompatible depending on the carrier and plan type. We confirm compatibility before any work begins — if there is a problem, we walk you through your options before you commit to anything.

Can I still receive calls on the same number while texts go through it?

Yes. Voice and SMS are separate channels on the same number. Your inbound calls route exactly as they do today. The SMS Hub adds texting capability — it does not reroute, intercept, or change your call flow in any way.

What does this cost?

Pricing is quoted after a short fit call — we do not publish rates publicly because the right configuration depends on your call volume, service area, and calendar setup. What we can tell you: the pricing model is built to pay for itself inside the 60-day guarantee window. If the system does not deliver, you do not pay. That is the math.

What is included in the ongoing service fee?

The monthly fee covers full operation of the system — message delivery, reply monitoring, opt-out management, quiet hours enforcement, and ongoing maintenance. You do not touch a dashboard. If something needs adjusting — a reply template, a new service added to your profile, a quiet hours change — you contact us and we make the update. You watch booked appointments land in your calendar.

What exactly does the guarantee cover, and how is a recovered job measured?

The guarantee is specific: $5,000 in recovered revenue in 60 days or you do not pay. A recovered job is one that originated from a missed call or text-back follow-up that would otherwise have gone unanswered — tracked by matching leads to booked appointments within the system. For the complete terms — what counts as a qualifying job, what disqualifies a claim, and how disputes are resolved — see the full guarantee terms. Do not rely on this summary alone; the guarantee page has the complete picture.

How long does setup actually take?

48 hours from the moment your completed onboarding form lands in our system. The form collects your services, service area, calendar details, and business-specific talking points. Most contractors finish it in under 20 minutes.

What if I cannot get my onboarding inputs in right away — does the clock reset?

The 48-hour clock starts when your completed form is submitted, not when you sign. If you need a few days to pull your information together, that is fine. The countdown does not start until your inputs are in our hands.

What happens immediately after I sign?

You receive the onboarding form right away. Once you submit it, our team starts configuration. You get a confirmation when the system is live and a short checklist of what to watch for in your first 48 hours of operation.

Who do I contact if something is not working?

Direct support contact is provided at onboarding. You have a specific person to reach, not a ticketing queue. Response time target for active system issues is same business day.

What does cancellation look like?

Month-to-month after setup. No annual contract required. If you want to cancel, notify us in writing and the system winds down at the end of your current billing period. Any appointments already booked in your calendar stay there — those jobs are yours.